Transcript Community Information Toronto

211
Saskatchewan
United Ways
Meeting
June 3rd, 2006
1
Agenda
211
 What is 211
 Saskatchewan Update
 United Way of Canada – Centraide
Canada
 Discussion and Next Steps
2
What is 211?
 Quick, easy link to community services:
 to get help
 to give help
3
What is 211?
 Comprehensive
database
 Up to 24/7
 Trained I&R
specialists
4
Why 211?
 Maze of services hard to navigate
 One entry point to find and give help
 Easy to remember
5
Why 211? (cont’d)
 Infuses public consciousness
 Enhances access to services
6
History
United States
 Atlanta 1997
 38 States
 55% of Americans (165
Million)
 Cost Benefit $1.1 Billion
over next 10 years
7
History
 Canada
 Partnership between United Way of CanadaCentraide Canada, Inform Canada, United
Way of Greater Toronto and Community
Information Toronto
 Application to CRTC 2000
 Approval 2001
 Toronto Launch Spring 2001
8
1st Canadian Sites
 Toronto 2002
 Assisted nearly 1 million callers
 Edmonton 2004
 98% of callers say they would call again
 Calgary 2005
 20,000 callers first six months
9
Other Canadian Communities





South Georgian Bay and Niagara Regions
British Columbia
Nova Scotia
Quebec City
Manitoba
10
211 Components
 Governance and structure
 Stakeholder relationships
12
211 Component
 Database
 Call/contact center
 Staffing and training
 Technical
13
211 Components
Fund raising
 Development
 Ongoing
Marketing
 Promotion/education
 Launch
 Ongoing
14
Saskatchewan Update
 2003 Community Stakeholder Meeting
 2004 United Way of Saskatoon & United
Way of Regina




Situational Analysis
Improved Access & Ease of Access
More Appropriate referrals
Majority wanted to be part of future planning
15
Saskatchewan Update
 2005 Deloitte Feasibility Study
Commissioned
 Objectives
 To define an optimal operating model
 Build a business case including cost/benefit
analysis
 Create a road map to implementation
16
Saskatchewan Update
 Deloitte results
 Benefits outweigh the cost
 Annual benefits from a low of $2.7 million to a
high of $15.6 million
 Save $1 million in agency time spent responding
to misdirected calls
17
To provide additional analysis, a range of annual benefits was
calculated. The total annual benefits range from $2.7 to 15.6
million
Annual Value
Benefit Name
Description
($ 000’s)
Low
High
Time Saved by 211
Users
Access to a single, easy to remember number with multilingual services saves users the time of
making multiple phone calls to find appropriate services.
236
1,716
Misdirected Calls
The availability of a simple, easy to remember number for community and social service information
reduces the burden of agencies responding to mis-directed phone calls.
136
1,001
Volunteer Brokering
People with time to volunteer can be more easily and more suitably matched with organizations in
need of volunteers.
542
2,168
Inappropriate 911 Calls
A number of calls to 911 are considered non-emergency calls that could be more appropriately dealt
with by 211, freeing up 911 resources for real emergencies.
122
785
24 Hour Access to 211
24 hour access is convenient for individuals with daytime obligations or seeking services when most
agencies are closed. Providers are assured that clients receive some assistance after hours
74
215
Community Planning
Tool
Data that is captured by 211 can be used by communities to map where services are provided and
caller statistics can provide service demand information. This information can be used as a
community planning tool.
15
75
Non-reimbursed
Services to Gov’t
211 centres provide readily available infrastructure and services to provide ad hoc public service
announcements or crisis assistance to governments free of charge
25
53
Optimization of I&R
Service Delivery
A 211 system providing community and social service information will reduce the need for existing
information & referral agencies allowing those resources to be focused on other value-added
initiatives
8
90
Reduction in
Employment
A number of factors affect unemployment including the ability of unemployed workers to gain access
to programs and benefits designed to help them re/enter the workforce. 211 provides information
and referrals that help workers re/enter the workforce.
1,555
10,876
Productive Enterprise
A 211 system would develop and maintain assets such as data that can be leveraged in productive
ways to generate income.
13
50
2,725
15,551
Total
18
All figures in $ Millions
The one-time costs to launch a provincial 211 system are $173,250 not including the cost
of staff to implement the launch
One-Time Set Up Costs
$200
Thousands
$150
Marketing
25
C all C entre
119
Database
22
Website
8
Cost Name
Low
High
Call Centre
One time set up costs for the
call centre include AIRS
accreditation, technology and
equipment, supplies,
furnishings, software and
licenses
70
119
Website
The one time cost for the
website is for a mass
electronic data migration of
the agency program records
5
8
Database
Database one time costs
include production server,
router and networking,
equipment and software
15
22
Marketing
One time costs are budgeted
for a public launch event and
accompanying marketing
collateral
15
25
105
173
Total
173
$100
$50
$0
One-time costs total $173,250 under the high estimates
primarily consist of physical infrastructure investments
and technology purchases such as computer equipment,
telecom equipment, etc.
Staffing costs in the first year range from $238,000 to
$301,000.
Total first year costs total $406,940 to $554,550.
The total costs can be lowered to $104,500 under careful
management and soliciting the community for donations
in-kind
Description
First Year Cost ($
000’s)
Total
19
20
Saskatchewan Update
 Results so far shared with




Provincial government ministers/mlas
Provincial 911 Board
PVSI
Senior staff at SaskTel
 United Ways in Saskatchewan
21
Next Steps..
 211 Champions
 Resources dedicated over the next 6
months
 United Ways leadership
 Letters of Support
 Local community conversations
 Local governments
22
Discussion…
23